Disgusting Service from FNB !

My father took a Covid relief loan in 2020 with FNB. He has been paying from that time until now. In July he received an sms stating that they offering him a discount and when he settles the loan will be closed. He then paid the settlement amount and sent proof of payment but they are still deducting. He went to multiple branches, spent over R200 airtime trying to call the contact centre. He gets transfered from department to department or the drop the line and does not get any answers. We are fed up with FNB bad customer service!